Customer Service Specialist

2 weeks ago

Middlebury, United States Jayco Full time
Purpose: This position exists to interface with dealers and retail customers ensuring Jayco's product warranty and service objectives are administered and accomplished in a timely, cost effective manner.

Essential functions
  • Communicates with customers and dealers in a professional manner to gather facts, negotiate solutions and resolve disputes.
  • Responds to telephone and written inquiries on a wide variety of issues using SOPs in a high call volume environment.
  • Authorizes dealer warranty work within guidelines and procedures.
  • Authorizes repairs and supplies parts to non-Jayco repair centers.
  • Provides information repair procedures and initiates unit returns for repair work.
  • Provides technical service information to dealers and customers.
  • Files incident reports for property damage, personal injury or fire.
Additional functions
  • Enters pertinent information into unit files.
  • Performs other duties relating to technical service bulletins, arranging for transportation of returned parts or units, etc.
Preferred Experience/ Knowledge
  • Knowledge of RV construction processes, warranty provisions, codes & standards, Lemon Laws, etc.
  • Technical aptitude is required.
  • Prior high volume call center experience is helpful.
Necessary Skills & Abilities
  • Willingness to learn, grow and adapt to an ever changing product environment.
  • Listening skills to thoroughly understand problems and respond appropriately in a timely manner.
  • Desire and ability to problem solve effectively.
Work Requirements
  • This position may require sitting, standing, working in front of a computer monitor in an open office setting approximately 95% of the day.
  • This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other tools; reaching with hands and arms.
  • This position is a full-time position, which may require some flexibility in hours and days worked.
  • Regular attendance is required.
  • Supervisory responsibilities: none
  • Remote work: not available.
  • Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
Jayco offers a generous benefits package including:
  • (2) medical insurance plan options, HSAs, and FSAs
  • Family Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only)
  • Dental insurance
  • Vision insurance
  • Disability and life insurance
  • 401k plan with an annual discretionary match
  • Wellness benefits
  • On-site fitness center access (IN only)
  • Health clinic for employee use (IN only)
  • Employee Assistance Program (EAP) benefits and much MORE

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